Monthly Archives: September 2013

Correlation of Customer Experience Trends Can Predict Shifts in Market Share

One of the reasons companies pay to measure their customers’ satisfaction is because they believe there is a correlation between how people answer their survey questions and their intent of buying more from them. I am not about to challenge … Continue reading

Posted in Customer Experience CX, Market Intelligence, Social Media Research | Tagged , , | 6 Comments

B2B Customer Experience Management – a story from the trenches (Part 2)

In the last week post I wrote about the reasons the examples of B2B Customer Experience Management successes and failures are not as widely available as B2C ones. I also started describing a specific example of pitfalls on a journey … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Opinion Miner | Tagged , , | 9 Comments

B2B Customer Experience Management – a story from the trenches

You may have noticed that most publically available research into Customer Experience is   focused on consumer products and companies. There are a few good reasons why this happens:   We all are consumers, and it is easier to write and … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics | Tagged , , , | 2 Comments

Ode to Customer Feedback from Social Media

There are 5 reasons why Voice of Social Customer is more valuable than traditional Customer Feedback programs:   1.     Social Media Voice of Customer is unsolicited – the customers share their experiences online motivated primarily by one of the following … Continue reading

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Customer Experience is Everybody’s Business – Marketing

Most CEM practitioners and writers are concentrating their attention on the delivery stages of the customer journey that involve front line employees and processes. In many cases it is a low hanging fruit area, where a high return on relatively … Continue reading

Posted in Customer Experience CX, Market Intelligence, Product Marketing, Social Media Research | Tagged , , | 3 Comments